Job summary
An exciting opportunity has arisen to join the Acute Care Division's administration function, providing tailored support to the organisations patient flow function.
We are looking for a flexible, highly motivated individual with excellent communication skills to improve the experience and outcomes of patients. We require an enthusiastic, committed person with experience of NHS targets. Experience of using spreadsheets is advantageous.
You will have an integral role within a multidisciplinary environment, required to support patient pathways, ensure information for national data sets is collected and entered on the relevant systems in a timely manner. You will also facilitate and attend meetings; this will involve working closely with clinical teams to ensure all relevant information is available in order to facilitate improvements within patient flow in the organisation.
You should be able to work independently, as well as with a team to provide solutions and improve processes.
Please contact Nick Wyrill, Patient Service Manager (nicholas.wyrill@nhs.net) or Steph Goodall, Assistant Patient Service Manager (s.goodall3@nhs.net) for more information.
Interviews are scheduled to take place on Tuesday 13th August 2024.
Main duties of the job
The post holder will support the Acute Care Division senior
leadership team with comprehensive administration support to facilitate the
work of the team ensuring deadlines are managed appropriately.
To carry out administration duties in a manner that supports
departmental targets, performance indicators and ensures compliance with
standard operating procedures.
The post holder will also support the divisional managers in
the planning, coordination, delivery, and implementation of Division wide
improvement schemes.
To provide a key role in navigating the patient through
their journey within secondary care.
This post particularly relates to ensuring patients receive treatment in
line with the in line Key Performance targets. This will involve close liaison
with the clinicians, matrons, managers and administrative staff.
About us
We provide care and support to over a million people in
Wakefield and Kirklees in their homes, community settings and across our
three hospital sites at Pontefract, Dewsbury and Pinderfields (Wakefield).
Always striving for excellence, we are at the forefront of
innovation and research, and we invest in teaching and the development of our
workforce.
We live by our values of caring, improving, being respectful
and maintaining high standards. We listen and learn because we aim to make Mid
Yorkshire the best place to work and receive care.
We value diversity and welcome talent and enthusiasm
irrespective of age, disability, neurodivergence, sex, gender identity and
gender expression, race or ethnicity, religion or belief, sexual orientation,
or other personal circumstances including providing unpaid carers support to
someone with a health and care need. As ethnic minority groups, members of the
LGBTQ+ community, and people with a disability/neurodivergence are currently
under-represented across the organisation, we encourage applications from
members of these groups. We have policies and procedures to ensure all
applicants are treated fairly and consistently.
We are proud of our staff networks - who offer valuable
guidance and feedback from those with lived experience.
We have a clear vision and you could be part of this! If
you share our values and you want to make a difference to the lives of our
patients and their families and carers, we would love to hear from you.
Job description
Job responsibilities
Diary management which includes booking meetings
and liaison with relevant staff to make
the necessary arrangements for meetings.
Develop standard work procedures to ensure all
documentation and data entry episodes follow agreed standards of best practice
and implement improvements.
Liaise with members of the public, external
bodies/agencies and internal staff of all levels by a variety of means i.e.
face to face/phone/e-mail/letter on a daily basis. This will require analysis
of queries/issues, making judgements about how to deal with them and escalating
as appropriate.
Booking internal and external venues and travel
arrangements in accordance with the Trusts policies and procedures.
Attending meetings arranging agendas, action
plans, follow up and distribute accordingly. This will entail travel to
different venues as appropriate.
Book and manage equipment for events which will
include projectors and training tools ensuring these are set up prior to the
scheduled meeting time.
Publishing accurate information on a timely
basis in appropriate formats for a diverse audience, using a range of media,
for example, Trust Website, E-Bulletin etc. This information must comply with
the Trusts Governance policies and the standard work as defined by each
project.
Ensure that all requests for support and actions
are dealt with in an appropriate and timely manner and any issues brought to
the attention of the relevant manager. Requests and actions should be recorded
accurately using efficient information systems, for example progress reports
and spreadsheets.
Keep relevant databases up to date at the
request of the managers.
Monitor review dates and contact the teams or
individuals responsible for providing information by Trust and work deadlines.
To review information and provide status updates to the appropriate manager.
Build and maintain excellent working
relationships both within the service, across the Trust and with external
organisations.
Ensure stock control is maintained with the
divisional administration team and process requisitions for supplies using the
Trusts electronic requisition and ordering system, when required..
Act as a focal point for the clinical/management
team. Provide a friendly and
professional service; deal with enquiries from a multitude of sources following
Trust policies and standard operating procedures.
Assist clinical/management teams with
administrative tasks, e.g. utilising IT systems and a variety of Microsoft
Office standard applications or ensuring paper forms are completed and sent to
relevant departments in a timely manner in line with service specific standard
operating procedures.
To be responsible for the confidential
management of records and ensure that all documentation is returned to the
appropriate department in a timely manner and within standard operating
procedures.
Responsible for monitoring patients journeys
escalating any concerns to relevant service manager.
Regular review of available capacity and current
demand data to support departmental performance monitoring.
To support the management of patient flow for
acute patients.
Work with the Assistant Patient Services Manager
to implement identified areas for service improvement.
Responsible for ensuring information relevant to
performance is provided to relevant Trust staff as required and to agreed
deadlines.
To respond fully and promptly to queries from managers
and others requesting information, maintaining patient confidentiality at all
times.
Ensure that reports and coding is validated in
order to ensure data quality.
To collate and disseminate information relating
to unit performance and identified key performance indicators.
Supporting delivery of information and reports
as requested by the Unplanned Care Patient Service Mangers.
To support the Deputy Director of Operations to
achieve the service and Trust objectives / Key Performance Indicators.
To produce reports for the department as
required.
Any other duties/responsibilities as delegated
by the DDO to support the function and development of the service.
Manage
sensitive issues both over the telephone and face to face with regard to staff
and Trust information ensuring confidentiality at all levels is maintained.
Support the maintenance of Appraisal and MAST
information by liaising with Organisational Development and suing ESR.
To provide support in the absence of the Assistant
Patient Service Manager.
To attend ward/departmental meetings and where
necessary take notes and transcribe as necessary.
To co-ordinate and populate clinical staff
rotas
To provide training and support to all relative
members of the team as necessary in the course of Trust business, particularly
when new IT systems and clerical procedures and policies are introduced.
To provide effective communication with all
levels of staff / patients / visitors within the service and throughout the
Trust.
To answer telephone calls in a timely manner and
deal with all enquiries effectively, and where necessary escalate to the
appropriate person to rectify any issues/queries accordingly.
To record up to date and accurate information.
To assist with the confidential management of
records and ensure that all documentation is handled appropriately in line with
trust policies.
Ability to work on own initiative and work autonomously.
Job description
Job responsibilities
Diary management which includes booking meetings
and liaison with relevant staff to make
the necessary arrangements for meetings.
Develop standard work procedures to ensure all
documentation and data entry episodes follow agreed standards of best practice
and implement improvements.
Liaise with members of the public, external
bodies/agencies and internal staff of all levels by a variety of means i.e.
face to face/phone/e-mail/letter on a daily basis. This will require analysis
of queries/issues, making judgements about how to deal with them and escalating
as appropriate.
Booking internal and external venues and travel
arrangements in accordance with the Trusts policies and procedures.
Attending meetings arranging agendas, action
plans, follow up and distribute accordingly. This will entail travel to
different venues as appropriate.
Book and manage equipment for events which will
include projectors and training tools ensuring these are set up prior to the
scheduled meeting time.
Publishing accurate information on a timely
basis in appropriate formats for a diverse audience, using a range of media,
for example, Trust Website, E-Bulletin etc. This information must comply with
the Trusts Governance policies and the standard work as defined by each
project.
Ensure that all requests for support and actions
are dealt with in an appropriate and timely manner and any issues brought to
the attention of the relevant manager. Requests and actions should be recorded
accurately using efficient information systems, for example progress reports
and spreadsheets.
Keep relevant databases up to date at the
request of the managers.
Monitor review dates and contact the teams or
individuals responsible for providing information by Trust and work deadlines.
To review information and provide status updates to the appropriate manager.
Build and maintain excellent working
relationships both within the service, across the Trust and with external
organisations.
Ensure stock control is maintained with the
divisional administration team and process requisitions for supplies using the
Trusts electronic requisition and ordering system, when required..
Act as a focal point for the clinical/management
team. Provide a friendly and
professional service; deal with enquiries from a multitude of sources following
Trust policies and standard operating procedures.
Assist clinical/management teams with
administrative tasks, e.g. utilising IT systems and a variety of Microsoft
Office standard applications or ensuring paper forms are completed and sent to
relevant departments in a timely manner in line with service specific standard
operating procedures.
To be responsible for the confidential
management of records and ensure that all documentation is returned to the
appropriate department in a timely manner and within standard operating
procedures.
Responsible for monitoring patients journeys
escalating any concerns to relevant service manager.
Regular review of available capacity and current
demand data to support departmental performance monitoring.
To support the management of patient flow for
acute patients.
Work with the Assistant Patient Services Manager
to implement identified areas for service improvement.
Responsible for ensuring information relevant to
performance is provided to relevant Trust staff as required and to agreed
deadlines.
To respond fully and promptly to queries from managers
and others requesting information, maintaining patient confidentiality at all
times.
Ensure that reports and coding is validated in
order to ensure data quality.
To collate and disseminate information relating
to unit performance and identified key performance indicators.
Supporting delivery of information and reports
as requested by the Unplanned Care Patient Service Mangers.
To support the Deputy Director of Operations to
achieve the service and Trust objectives / Key Performance Indicators.
To produce reports for the department as
required.
Any other duties/responsibilities as delegated
by the DDO to support the function and development of the service.
Manage
sensitive issues both over the telephone and face to face with regard to staff
and Trust information ensuring confidentiality at all levels is maintained.
Support the maintenance of Appraisal and MAST
information by liaising with Organisational Development and suing ESR.
To provide support in the absence of the Assistant
Patient Service Manager.
To attend ward/departmental meetings and where
necessary take notes and transcribe as necessary.
To co-ordinate and populate clinical staff
rotas
To provide training and support to all relative
members of the team as necessary in the course of Trust business, particularly
when new IT systems and clerical procedures and policies are introduced.
To provide effective communication with all
levels of staff / patients / visitors within the service and throughout the
Trust.
To answer telephone calls in a timely manner and
deal with all enquiries effectively, and where necessary escalate to the
appropriate person to rectify any issues/queries accordingly.
To record up to date and accurate information.
To assist with the confidential management of
records and ensure that all documentation is handled appropriately in line with
trust policies.
Ability to work on own initiative and work autonomously.
Person Specification
Experience
Essential
- Experience and knowledge of multi-disciplinary team working
- Experience of good customer or patient care
- Experience of working within projects
- Working with computer software programmes such as Microsoft Office (excel, word and PowerPoint), e-mail and internet.
- Experience of scheduling/co-ordination activities and/or resources
- Evidence of experience gained working on a change management project.
- Ability to plan and organise complex activities.
- Evidence of working autonomously within the constraints of agreed policy & procedures.
- Understanding and knowledge Caldicott/Data Protection Act
- Awareness of own limitations
Desirable
- Previous NHS administrative role
- Experience of working with patients requiring health care
- Experience with NHS/healthcare software systems.
- Experience of working with confidential material
- Experience of Lean Improvement Methodology
- Experience of having worked in a lean environment.
Qualifications
Essential
- GCSE or equivalent level education
- Diploma level qualification or equivalent. experience/training.
- Knowledge of lean methodology
- IT qualifications e.g. ECDL or equivalent
Desirable
- Project management qualification or similar
Skills and Abilities
Essential
- Demonstrate good verbal and written communication skills with team/clients/relatives, demonstrate awareness of confidentiality issues.
- Good IT skills which include MS Word, Excel, PowerPoint, Project, email
- Ability to work on own initiative and to stringent deadlines.
- Ability to manage several activities and deal with frequent interruptions.
- Ability to deal with conflict.
- Good time management skills
- Ability to engage and motivate others.
- High standard of accuracy
- High level of initiative
- Flexibility and able to adapt to change.
- Able to work as part of a team.
- Strong analytical skills
- Ability to establish and maintain effective working relationships.
Person Specification
Experience
Essential
- Experience and knowledge of multi-disciplinary team working
- Experience of good customer or patient care
- Experience of working within projects
- Working with computer software programmes such as Microsoft Office (excel, word and PowerPoint), e-mail and internet.
- Experience of scheduling/co-ordination activities and/or resources
- Evidence of experience gained working on a change management project.
- Ability to plan and organise complex activities.
- Evidence of working autonomously within the constraints of agreed policy & procedures.
- Understanding and knowledge Caldicott/Data Protection Act
- Awareness of own limitations
Desirable
- Previous NHS administrative role
- Experience of working with patients requiring health care
- Experience with NHS/healthcare software systems.
- Experience of working with confidential material
- Experience of Lean Improvement Methodology
- Experience of having worked in a lean environment.
Qualifications
Essential
- GCSE or equivalent level education
- Diploma level qualification or equivalent. experience/training.
- Knowledge of lean methodology
- IT qualifications e.g. ECDL or equivalent
Desirable
- Project management qualification or similar
Skills and Abilities
Essential
- Demonstrate good verbal and written communication skills with team/clients/relatives, demonstrate awareness of confidentiality issues.
- Good IT skills which include MS Word, Excel, PowerPoint, Project, email
- Ability to work on own initiative and to stringent deadlines.
- Ability to manage several activities and deal with frequent interruptions.
- Ability to deal with conflict.
- Good time management skills
- Ability to engage and motivate others.
- High standard of accuracy
- High level of initiative
- Flexibility and able to adapt to change.
- Able to work as part of a team.
- Strong analytical skills
- Ability to establish and maintain effective working relationships.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
